Bilingual Customer Success Manager

As a Bilingual Customer Success Manager at Ideapoke, your primary role is to serve as the internal voice of the customer, collaborating with other teams to exceed customer expectations and find innovative ways to delight them. Your performance will be measured based on metrics related to customer on-boarding, product adoption, expansion, and retention. Your key roles and responsibilities will include: - Actively managing a portfolio of assigned accounts to ensure customers achieve positive business outcomes through Ideapoke's software and services. - Driving customer engagement with the software and services, fostering the development of power users within customer organizations. - Leading the renewal and churn management process for your portfolio of accounts, striving to exceed defined Customer Success performance metrics. - Designing and executing essential customer success processes such as onboarding, training, customer advocacy, and product adoption. - Proactively identifying customer expansion opportunities and churn risks. - Collaborating with the Marketing team to execute customer communication campaigns. - Providing ongoing customer feedback to the Ideapoke Product team. - Managing overall customer training processes, support systems, and internal Customer Success reporting. - Participating in special projects and organizational initiatives leveraging your deep product and customer knowledge. In this role, you will have the opportunity to: - Interact with clients from innovative organizations worldwide, exploring new technologies and business models in a dynamic environment. - Experience career progression in a fast-growing SaaS organization backed by leading investors, where you will contribute to developing new products and services in an innovative space. - Embrace your ambition by challenging the status quo and creating opportunities within Ideapoke. To excel in this role, you should bring: - Proven experience in managing international clients effectively. - A degree in BE or any science background, with an MBA being preferred. - 4 to 8 years of prior experience in customer success or account management, particularly within enterprise software or SaaS, with fluency in both Japanese and English. - A passion for new technologies and emerging business models. - Preferred understanding of the Japanese language and culture. Join Ideapoke and be part of a global, fast-growing startup that values innovation, growth, and making a difference.,